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P a g e
Your
business
just got
easier
.
Client Focus
Our first priority is to serve our clients well. We consistently strive to provide superior service and
solutions, and to build long-lasting relationships with our clients. Our philosophy is simple: we will
work hard to earn your trust and gain your confidence. We promise to:
Respond to urgent requests immediately and to phone and email messages within 8 hours;
Always do what we say and finish what we start; and
Measure your satisfaction through monthly vendor performance calls, quarterly stewardship
meetings, periodic surveys, and our web-based Client Service Review survey, which
measures individual client satisfaction and benchmarks CBIZ against our competitors.
While our ultimate goal is to have a 100% client retention rate, we know realistically this is not
possible. We have been fortunate to sustain between a 92-95% client retention rate over the past 3
years. With the fluctuation in economic factors, the main reasons our clients have left our
organization have been due to acquisition from an outside equity firm of their business, going out of
business, or a change in leadership causing a new relationship to be present.
CBIZ Commitment
At CBIZ, we are absolutely committed to excellence, innovation, and superior service. We are ready to
put our talent and experience to work for you. We promise to be with you for the long-term. We will
ask questions, learn your business, and earn your trust. We will set expectations and develop a multi-
year strategy regardless of your organization’s size or the scope of our engagement.
When you hire CBIZ, our people become an extension of your HR staff, working with you to achieve
your objectives. We will research your issues, negotiate on your behalf, and manage the details of
your plans.
CBIZ Mission
Our mission is to help our clients prosper by providing them with a wide array of professional
business and individual services, products, and solutions to help them better manage their finances
and employees. We endeavor to provide superior client service and build long-term client
relationships.
Our unwavering commitment to our clients is equaled by our commitment to our associates and our
focus on improving shareholder value. We will maintain a professional culture that is supportive and
motivating, fosters and rewards high performance, and creates meaningful career opportunities.
Pharmacy Benefit Management
Prescription drug benefits are an ever-increasing cost to group health plans and comprise about 15
to 20 percent of health plan expenses. Industry estimates show prescription drug benefits have
begun a steady rise in year-over-year expense-to-health plan costs, with predictions of even higher
increases in the future. At CBIZ, we understand the need to curb these costs and control health plan
expenses, which is why we created the National Pharmacy Consulting Practice. This practice brings